Please find attached below the topics discussed on this page:

What is the Ticket Management about?

In the Ticket Management section are received all incoming customers' emails that can be picked and replied to by the Customer Service team.

What’s on the page

Please find attached below all features and options available on the table.

SLA

The SLA displayed the status of the ticket in chronological order.

• On the first green box are shown the number of emails received within the past 24h.

• On the yellow box are shown the number of emails received within the past 24 and 48h.

• On the orange box are shown the number of emails received within the past 48 and 72h.

• On the red box are shown the number of emails received more than 72h ago.

Search bar & Filter options

By clicking on the button located just on the side of the search bar, the user can add filters to narrow down the search for an email or a group of emails

Buttons

By using one of the below buttons, users can perform a few actions on the emails. Please remember to check first the box of the email on which the actions need to be taken

Reassign tickets	User can reassign the ticket(s) to another user by filling the below tab
Delete	To delete the ticket and remove it from the inbox
Mark as Spam	To remove it from the inbox and flag it as Spam
Create Ticket	It will redirect the user to another page, where a new email can be written and sent to the customer
Merge	to merge the tickets in just one conversation. It can be very effective if a customer sent multiple new emails about the same subject
Take	the user can assign to her/himself the ticket
Close	to mark the ticket as closed, which means that the customer has been replied, and a solution has been provided about his/her request.

The Mailbox

The small section, available on the left of the page, represents the mailbox of each user providing information, for example, about the number of emails that have been replied, if there is any new replying from customers,

Open Tickets	All new email coming in the inbox and which haven’t been replied yet
Conversations	These are the conversation between the Customer Service representative with the customer, for which there has been at least one interaction/ one reply made by the agent and the customer has replied already to it.
My Ticket	All ticket that have been assigned to the user to be worked on
My Closed Ticket	All tickets that the user have been working on and the customer’s request has been already handled and solved. Therefore, the ticket has been set to Closed status. Tickets can be closed by accessing the conversation, then click on the Actions button>Close ticket
All Tickets	All tickets ever received in all mailbox set up in the instance
Spam	All tickets that have been marked as Spam
Deleted	All tickets that have been deleted

Labels

See below all labels available in CRM:

Users can add one, a few, or all labels in order to flag emails in the inbox (see below example):

The table with the list of incoming emails

On this table, the user can choose to see one of the below lists of emails, just by clicking on the option available on the Select Mailbox area:

From the table, the user can check the below information:

• The customer’s email address. By clicking on it, the user is redirected to the customer account, where are available all his/her details (i.e. Name, emails, previous emails sent, list of all orders already placed, etc.)

• The Subject of the email and, if the user has picked them, the labels

• The Received Date, or else when the first customer email was sent

• The Last Updated, is when there has been the last interaction between the user and the customer.

Edit Buttons

On this table, on the far right side, on each ticket row, there is a button, by clicking on it all list of below options are available

What’s on the email page

How to create a new email

How to reply to an email